customer support

Job Title: Customer Support Executive – International Process

Company: Concentrix
Department: Customer Experience / Operations

Job Summary:

The Customer Support Executive (International Process) will be responsible for handling customer inquiries, resolving issues, and providing exceptional service to clients across international markets (e.g., US, UK, Australia, etc.). The role requires excellent communication skills, a customer-first attitude, and the ability to work in a fast-paced, dynamic environment.

Key Responsibilities:

• Handle inbound and outbound customer interactions via phone, email, chat, or social media.

• Respond promptly to customer queries and provide accurate information.

• Identify and resolve customer issues efficiently while maintaining a high level of customer satisfaction.

• Escalate complex cases to relevant departments when necessary.

• Maintain records of customer interactions and transactions in the CRM system.

• Meet performance metrics such as response time, resolution rate, and customer satisfaction scores.

• Follow company policies and quality standards during every customer interaction.

• Collaborate with cross-functional teams to improve processes and customer experience.

Required Skills and Qualifications:

• Bachelor’s degree (preferred but not mandatory).

• 0–2years of experience in international voice or non-voice customer support.

• Excellent verbal and written communication skills in English.

• Strong problem-solving and analytical abilities.

• Ability to handle pressure and work in night shifts / rotational shifts.

• Basic computer literacy (MS Office, CRM tools, ticketing systems).

• Customer-oriented attitude with a focus on empathy and patience.

Preferred Qualifications:

• Prior experience in an international voice or non-voice process.

• Exposure to US/UK/Australian customer service environments.

• Experience with tools like Zendesk, Freshdesk, or Salesforce.

Key Competencies:

• Active listening

• Communication clarity

• Conflict resolution

• Time management

• Attention to detail

• Team collaboration

Compensation & Benefits:

• Compensation Details:

  • CTC: Up to ₹5.20 LPA

  • Monthly Incentive Value (MIV): ₹2,000

  • Take-Home Salary: ₹36,305 per month (approx.)